Service Desk Support Technician

DescriptionPosition DescriptionDepartment: Information Technology Grade:Position: Service Desk Support TechnicianReports To: IT Service Delivery ManagerThe Service Desk Support Technician works with employees and customers across multiple business areas to answer questions and resolve issues with software and hardware, in alignment with the Information Technology team's objective to provide exemplary customer support to the enterprise.This role supports day-to-day IT operations by driving timely resolution of service desk requests, maintaining clear communication with users, and supporting both on-campus and remote environments. The technician contributes to continuous improvement of IT service delivery through effective use of tools, documentation, and service desk processes.The role also supports the adoption of evolving technologies, including AI-assisted support tools and automation features, to enhance service efficiency and user experience.Essential Responsibilities Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes, but is not limited to, user account management, password resets, hardware/software troubleshooting, and escalation to vendors when required. Actively manage the ServiceDesk ticket queue using department-defined strategy, ensuring tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on open issues and escalate when necessary. Create and support user accounts and access across systems such as Active Directory, Microsoft 365, VPN, and endpoint security tools. Maintain and contribute to Service Desk documentation, including documenting solutions and updating knowledge base articles for common issues. Publish and promote self-service resources to enable users to resolve common issues independently. Utilize available AI-assisted tools and automation features within the Service Desk platform to improve response times, streamline routine tasks, and enhance user support. Identify recurring issues and provide feedback to team members on opportunities for process improvement, automation, or knowledge enhancements. Explain problem resolutions clearly and effectively to employees and customers. Maintain and administer telephony and collaboration systems. Build, image, and deploy laptops using endpoint management tools and support end-user work environments. Manage and maintain equipment inventory records, including laptops, phones, monitors, printers, and peripherals; assist with equipment moves as needed. Assist with coordination and setup of conference room and AV support requests. Support multiple business locations, either remotely or onsite as needed. Participate in IT projects and initiatives as assigned. Participate in system maintenance activities, including patching and updates. Assist with onboarding support and administration of enterprise applications.Required CompetenciesTechnical KnowledgeProblem SolvingTeamwork and CollaborationEffective Time ManagementStrong Oral and Written Communication SkillsExcellent Customer Service SkillsInitiative and Continuous Improvement MindsetAdaptability, including openness to new tools and technologies such as AI-assisted support solutionsDocumentation and Knowledge SharingAbility to Work IndependentlyEducation And ExperienceMinimum of 3-5 years of IT experience and/or equivalent education (Bachelor's degree and/or IT certifications preferred)Working knowledge of Microsoft 365 (O365), Windows 10/11, Active Directory, and ExchangeExperience supporting software-as-a-service (SaaS) applicationsFamiliarity with VPN and endpoint security tools (e.g., disk encryption)Experience With Endpoint Management Tools (e.g., SCCM) PreferredMacBook experience a plusExposure to ITSM platforms and self-service/knowledge base toolsExposure to automation or AI-assisted support tools preferredSpecial Working Conditions and Physical DemandsProlonged use of computer monitor and telephoneAbility to handle multiple tasks simultaneouslyAbility to adapt to changing prioritiesWork within a controlled data center environment (Halon protected)Ability to lift up to 50 lbsScheduled hours for this position are 9:00am to 4:45pm; non-traditional hours may be required on an emergency, pre-scheduled, or project basisSkillswindows 11, microsoft office, microsoft exchange, Technical support, Troubleshooting, Hardware, Customer service, ImagingAdditional Skills & QualificationsMinimum of 3-5 years of IT experience Bachelor's degree preferred Working knowledge of O365, Windows 11, Active Directory Application management with software as a service Disk Encryption and VPN software a must SCCM a plusExperience LevelIntermediate LevelJob Type & LocationThis is a Contract to Hire position based out of Malvern, PA.Pay And BenefitsThe pay range for this position is $20.00 - $24.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan - Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully onsite position in Malvern,PA.Application DeadlineThis position is anticipated to close on Apr 17, 2026.>About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.About TEKsystems And TEKsystems Global ServicesWe're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.